The next Frontier in Manufacturing: Reshaping the Customer Service Experience with Mixdesk AI

Author of this article：Miya, Search engine optimization expert

The manufacturing industry is undergoing deep changes. On the one hand, the uncertainty of the global supply chain and the changeable market demand are on the one hand, and on the other hand, customers' expectations for service response speed and personalized experience are constantly increasing. In this context, more and more manufacturing companies are beginning to realize：Customer experience (CX)Has become one of the core competitiveness。

Especially at the moment of rapid development of AI technology, the application of artificial intelligence to the field of customer service is becoming a new weapon for manufacturing companies to reduce costs and increase efficiency and enhance customer stickiness. And among the many AI solutions，Mixdesk AIRelying on itFlexibility and intelligence, Set off a service innovation in the manufacturing industry.

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Mixdesk AI: Helping manufacturing enterprise management, tens of millions of customers around the world

Take a global manufacturing group as an example: this company has dozens of factories around the world, and its products are sold to hundreds of countries. It receives customer inquiries, order requests, and after-sales feedback from different channels every day. In order to improve the overall service efficiency, the company fully deployed in 2024.Mixdesk , Integrates independent stations, emails, work orders, and social private messages (Facebook, Instagram、WhatsApp, Telegram、LINE) and other multiple channels, and introduceMixdesk AI Smart Assistant。

In just a few months after the launch, the average customer response time of the manufacturing company was shortened by 15%, and customer satisfaction increased by more than 10 percentage points. Mixdesk AI not only simplifies the customer service process, but also helps companies find key improvement points in product design and logistics processes through data insights.

AI plays a similar role as a “co-pilot” in the entire service system, not only undertaking high-frequency consulting, but alsoAssist manual customer service to understand the background, Generate response techniques and recommend knowledge documents, realizing a new form of human-computer collaboration.

The journey of AI, from "assistance” to “empowerment”

Similar to most manufacturing companies, this company's AI customer service journey begins with EMAIL channels. At that time, about 200 customer service staff processed thousands of inquiries every day.Deploy Mixdesk AIAfter that, they gradually expanded AI from simple questions and ANSWERS to actively identify customer intentions, intelligently assign customer service tasks, and provide real-time suggestions to customer service personnel throughout the process.

It is worth mentioning that the deployment of Mixdesk AI is designed to“Service enhancement” rather than "manual replacement”——Companies position it as a tool to enhance the capabilities of customer service teams, and customer service personnel are encouraged to embrace AI and collaborate with AI.

As the company's head of service support said: “Mixdesk AI is the smartest and most stable ‘partner’ in our entire team, and it has helped us modernize the customer experience in a true sense. ”

CX new infrastructure for manufacturing that emphasizes safety, compliance and intelligence

Customer data security has always been the focus of manufacturing attention. Mixdesk AI cooperates with enterprise IT teams to build a highly controllable AI data usage mechanism-through permission grading, data encryption, and storage isolation, it guarantees the compliance processing of customer data, and solves the hidden concerns in the use of traditional AI tools.

In addition, Mixdesk AI also supportsMultilingual recognition and contextual understanding, Very suitable for companies with global customers and multi-regional manufacturing bases, which can provide a consistent and localized customer service experience without additional manpower.

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Personalized service: from "batch support” to "precise care”

Another well-known manufacturing company has realized an intelligent upgrade of its service process through the deployment of Mixdesk AI. In the early stages of implementation, they connected Mixdesk to the AI intelligent classification function, allowingAI automatically judges customer intent, Emotion and urgency, and accurately route requests to different service teams.

Now, they have expanded AI tophone、Instant chat, social platform、WhatsApp and other channels, Capture customer interaction data through a unified platform. AI continues to optimize the dialogue path and response strategy to achieve “reaching the right customers at the right time and in the right way.”

This not only improves the customer experience, but also allows the team to free up their hands to focus on more valuable tasks, such as customer satisfaction return visits, market demand research, etc.

Real effect: Manufacturing companies use data to speak

The return on investment of Mixdesk AI has been verified in the manufacturing industry. For example：

• 73% reduction in response time for the first time%
• 11% reduction in customer problem handling time%
• Customer satisfaction increased to more than 90%
• The work pressure of front-line customer service has been significantly relieved
• Save more than 20,000 U.S. dollars in customer service labor costs per month

Behind these results is the continuous optimization of Mixdesk AI in intelligent self-service, task priority judgment, and knowledge recommendation system.

A customer experience supervisor said: "In the past, customer service was often regarded as a cost center. But sinceUsing Mixdesk AI, Our service department has become a real data center and customer contact brain. ”

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Looking to the future: AI will permeate every customer interaction in the manufacturing industry

By 2030, it is expected that 80% of manufacturing company customer requests will be automatically processed with the support of AI. The remaining 20% will also be completed in a faster, more accurate, and higher-quality manner with the assistance of AI. This means，futureCustomer service teamIt will be jointly built by "AI+ labor", all with the goal of efficiency and experience.

Mixdesk AI is helping manufacturing companies build this system in advance. By aggregating all channels, understanding user behavior, and generating insight reports in real time, it is not only a customer service tool, but also an intelligent engine for customer operations.

Mixdesk is an overseas multi-channel intelligent customer communication platform that can unify multiple channels such as Facebook, Instagram, WhatsApp, Line, Telegram, and Email to help companies communicate and serve customers. Mixdesk also supports AI employee functions, allowing enterprises to achieve more efficient automated customer service.

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Conclusion: Embracing AI is a must for manufacturing

Customers' requirements for service speed and response quality are getting higher and higher. If traditional manufacturing companies want to not be eliminated, they can only take the initiative to upgrade their customer service system. And AI customer service is the starting point of this change.

Mixdesk AIIt is not only suitable for popular industries such as retail, cross-border, and technology, but also has been deeply adaptedManufacturing industryofCustomer scenarios and system requirements, has become the preferred solution for many global manufacturing companies.

Now is the best time for you to lay out your future-let Mixdesk AI become the “strongest employee” in your customer service.

(Want to know more? You can directly add the contact information of the business consultant to obtain an exclusive customer acquisition plan.)